Found Description
Member Services Supervisor
Onsite | Makati City
Key Responsibilities:
- Lead, mentor, and support Operations Coordinators to deliver high-quality member experiences across all service channels (phone, email, and chat)
- Monitor daily team performance to ensure adherence to service-level agreements (SLAs), key performance indicators (KPIs), and quality standards
- Act as the first point of escalation for complex member inquiries, complaints, and benefit-related concerns, ensuring prompt and effective resolution
- Coordinate with Claims, Provider Relations, Operations, and IT teams to resolve member issues and improve service delivery
- Identify process improvement opportunities and recommend solutions to enhance member satisfaction and operational efficiency
- Track service metrics, analyze trends, and provide regular performance updates to management
- Conduct coaching sessions,...